PROFESSIONAL SUMMARY:

• A Certified Six Sigma Confidential from Confidential with experience in managing Business delivery, multidimensional top tier strategic projects, process improvement, work force management in diverse domains; Financial services, Insurance and Utilities.
• I have experience in managing workforce to new levels of performance in multiple geographies.
• More than 5 years’ experience of demonstrated Business Process Improvements, Confidential and Six Sigma program experience, ability to design/implement strategic roadmaps and drive multi - divisional change. Skilled in enhancing process quality, & business processes. Proficient in steering Multidimensional global projects with minimum downtime
• Proficient in designing & delivering multiple location transition model, This includes developing detailed Transition Plans with milestone, identifying stakeholders, training methodology, identifying risks and delivery model to meet/exceed SLA expectations
• Expertise in Driving operational targets and customer experience through effective people and process management across multiple geographies. (USA, UK, India) in Insurance, Banking and Utilities domain
• Streamline internal & external reporting processes and implementing latest practices in operations. Leadership in designing and establishing measurement system infrastructure and solutions aimed at improving visibility, objectivity and maximizing customer satisfaction
• Improve client vendor relation by streamlining communication, developing account plans and create strategies on delivery models
• Driven large and complex IT application deployment/migration projects smoothly. Build relationship with vendors, create structure in user acceptance testing and tracking testing progress for no downtime implementation.

CORE COMPETENCIES:

• Business Delivery
• Confidential
• Project Management
• IT Vendor Relationship
• IT - Application UAT
• Team Leadership
• Team Management
• Quality Management
• Data Analytics
• Consulting
• DMAIC and Lean implementation
• VSM (Value Stream Mapping)
• WFM -Workforce Management
• Customer Service
• Customer Relationship Management
• Compliance Management
• Root Cause Analysis

EXPERIENCE:

Confidential, Des Moines, IA

Sr. Project Manager - AVP

Responsibilities:

• Build Scope / Opportunity Identification, Solution Design, conduct business analysis, feasibility study
• High-level cost benefit analysis, identifying RISK & mitigation plan
• Develop and maintain all applicable project documentation
• Manage & lead Project Delivery
• Ensure smooth handover of Projects to Operations
• Work with vendors and ensure change is accepted and adhered
• Drive & execute Change across multiple impacted business delivery

Business Initiative Lead & Loan Administration Manager - AVP

Confidential

Responsibilities:

• Managed business delivery team accountable for first time resolution in Electronic Indexing
• Manage & Lead Change, adherence to SLA metrics, set goals and expectations for the team members
• Business Analytics, monitor & measure performance, identify & resolve gaps
• Establish relationship with support Partner
• Managed off shore delivery team performance
• Support & test technical changes to increase efficiency of the process
• Responsible for Sourcing, Recruitment and Hiring, people development, training needs identification
• Accountable for Individual development plans (IDP), functional training and on-boarding of new resources
• Undertake business initiative for improving the efficiency, effectiveness & customer experience

Confidential

Sr. Transitions Manager

Responsibilities:

• Managed all aspects of transitions from onshore to offshore implementation, including Project scope, definition, project plan, cost benefit, RISK identification and stake holder management
• Develop Relation with business partners for hiring, training, technology setup
• Manage program implementation from inception stage and ensure effective setup of operations and consolidate the fragmented processes
• Successfully led implementation of a critical application, used by multiple vendors to submit invoices in multiple geographies for faster turnaround time and enhanced customer experience
• Implemented Digitization in Indexing of Home mortgage documentation thereby reducing manual effort and accuracy.
• Established real-time quality dashboards, performance tracking and data analytics capabilities for call center and back end operations
• Quality Ramp up, focus on delivering first time correct results - resulting in less turn around time for critical indexing documents
• Designed and created a Queue Monitoring team - Create a alert system to highlight potential risk / impact to Service Level of key metrics
• Built a standardized testing team for application and process testing, ensuring no loss to production
• Coaching has been my key focus to ensure bench strength and growth for team members, four team members got promoted to next level in a span of one year

Confidential

Migrations Manager

Responsibilities:

• Manage program implementation from inception stage and ensure effective setup of operations
• Assess opportunities & draft Business Case for potential clients and innovative business solutions Accountable for driving process optimization to maximize profitability and revenue
• Proactively recognize, analyze, manage, monitor issues, risks and challenges and develop mitigation strategy
• Develop framework and architecture of proposals to evince client interest and enable successful execution of strategy

Manager

Confidential

Responsibilities:

• To manage and execute Process Improvement strategy in alignment with corporate goals and the client Identifying opportunities for process improvement
• Designed the Confidential shared services model which improved first time resolution, reduced Confidential by eliminating Confidential ’s thereby improving effectiveness of Confidential personnel
• Streamlined Workflow management for the application which resulted in increasing the referral contribution by employees
• Increased the throughput of Recruitment Hiring by 4%
• Designed and executed the Billing tool across Confidential to track and control revenue leakage